Parsons Heath Medical Practice
35A Parsons Heath
Colchester
CO4 3HS
Tel: 01206 864395
Fax: 01206 869047
PATIENT PARTICIPATION REPORT 2013/2014
Parsons Heath Medical Practice has 112 members to their Patient Participation Group.
PHMP PPG group
profile.docx
MEETINGS
We are predominately a virtual group, but we have met face to face on two occasions to get
a chance for everyone to actually see who is who. The first meeting we held in July 2013,
where we set up the Terms of Reference, aims and objectives, discussed Do not Attends, on
line Access (which will be introduced hopefully before March 2014), patient confidentiality
and hand gel, which have been mounted on the walls of both waiting rooms. We also
elected a Chairman and Secretary. Then we met again in September to discuss on going
issues from previous meeting and volunteers were asked for help out on our Flu dates in
October and November and what Patient Focus groups could attend on those days.
(Agendas and minutes are on the website Parsons Heath Medical Practice)
July
July Agenda.docx
July 24 word 3.docx
September
SeptemberPPG
agenda.docx
Sept minutes
(2).docx
At the September 2013 meeting we discussed what medical interests the members had,
who would be able to help at the Flu clinics, suggestions for the next patient survey and a
huge discussion about the Quality Outcome Framework, which are indicators whereby the
clinicians try to obtain government targets and the importance of ensuring that patients are
aware of correct treatment pathways the standard that is required. During these discussions
the group discussed about trying to re-educate patients into not attending A&E for minor
ailments such as colds and chest infections. As the Surgery have an on call Dr and nurse on
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every day for emergencies. From these discussions a leaflet was produced to explain to
patients the differences between a normal appointment and an emergency. The leaflets are
available in the waiting room and online
appointments choice
A4.docx
We also joined the National Association of the Patient Participation Group. Later on the
secretary resigned so it was agreed that the Project Manager would carry on sending out
emails and letters to the members and do the minutes at meetings.
RECRUITING MEMBERS
The Surgery is proactive in trying to recruit new members to join our PPG. All new patients
are automatically asked if they would like to join when they are registering at the Surgery.
There are posters on display in both waiting rooms with information also available via the
website with a link for patients to join our group (Parsons Heath Medical Practice)
We have also sent flyers to Schools, Ormiston Children Centre – St Anne’s & Castle, Beehive
Children Centre and Pharmacies requesting that they are displayed. The Project Manager
has also attended Neighbourhood Watch meetings and local residents’ association meeting
to promote the group. By advertising our posters and attending meetings we hope this will
attract a wide section of our patient list.
letter to chemist
A5.doc
School letter A4.doc
OTHER GROUPS
Carers: The Surgery have several carers, but in the past we have not always code the patient
has a carer if they are looking after a family a member so it is difficult to get a definite figure
on how many carers we have on our patient list and of those who have joined our PPG. This
has now been addressed and all known carers are coded on the clinical system.
Learning Disability: 53 (0.48%) – 0 on PPG – Unfortunately we do not yet have any patient
from this group on the PPG, but we will continue to recruit from all patient groups
Diabetes 563 (5%) – 7 on PPG
Chronic Heart Disease 236 (2.15%) – 9 on PPG
COPD 236 (2%) – 6 on PPG
Cancer 265 (2%) – 10 on PPG
Chronic Kidney Disease – 427 (4%) 6 on PPG
VIEWS OF PATIENTS
As well as having the PPG and by contacting the members either by email or by post for
those patients who do not have an email addresses. We also have a ‘Comments Box’ in
reception for patients to offer suggestions and comments about the surgery
Here are a few of the comments with explanations:
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Requesting for the car park to be made bigger – unable to do due to the houses
surrounding the Surgery, and no other land available
Requesting for a Disabled Bay – This work has now been completed
Allocating a parking system for parents with pre-school children and not allow able
bodied people to park – This would be a very difficult system to police and the
surgery do not have the extra resources available to do this
Opening the windows in the waiting room when it is hot – This is always done and
the both waiting areas have fans available if required
6 week checks for babies not to have the clinics upstairs – difficult to manage as all
Drs do the checks and they are situated both upstairs and downstairs. On making the
appointment the receptionist points out if the clinic is upstairs or downstairs. If a
patient is unable to make the stairs arrangements can be made for the patient to be
seen in a downstairs room
Automatic doors – This was investigated in 2012 but the cost made this a nonstarter,
however this will be regularly reviewed
Like to see how many patients are in front of them – Pt can ask at reception if they
need to know.
Increase phlebotomy clinics – The surgery offers 3 clinics per week and fulfils its
contractual obligation, however we understand the importance for patients of
having access to phlebotomy in the surgery and are always looking at the service to
see if it can be improved. The contract for phlebotomy is currently being reviewed
and the way it is run will be changing. We also provide domiciliary blood tests for
housebound patients. Phlebotomy services are also widely available at other
providers in the area and a leaflet with this information is available in reception.
Like the Drs and Fantastic receptionists – Positive feedback is always appreciated
and is passed on and shared with the team
The Project Manager also received emails regarding other issues see below for examples
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Bus routes – Several patients have requested information on bus routes to the
surgery and local services. Patients are directed to the appropriate providers.
Receptionist wear name badges – This is now in place, all admin and reception staffs
have name badges. All clinical staff will be displayed on photos board (this is work in
progress).
Queried why asked to ring two days after having a blood test after 2pm – Procedure
explained that tests can take several days to come back to the surgery and the
reception team have more time in the afternoon to deal with any questions that may
arise from results.
Why does the Surgery have notice boards and are they useful, can find them
intimidating – Notice boards are a very important way of communicating to our
patients, things such as health promotion, health campaigns, changes in surgery etc.
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Missing an appointment in the waiting room – The display board gives a warning
signal when a patient is being called, the patients name will then be displayed twice,
if that patient does not then go to the room indicated the clinician will ring through
to reception to see where patient is. A notice is displayed in waiting areas advising
patients that if they have been waiting more than 20 minutes to ask receptionist.
The Project Manager periodically requests feedback from the PPG either on any key
priorities or a view on how the Surgery is working or on the many documents that are sent
via the Clinical Commissioning Group on either new services or meetings. To those that
respond the Project Manager acknowledges and either gives a response or forwards it to
the correct person.
THE PATIENT SURVEY
Results of Survey
2013.docx
Aspects you would
results why
like to improve the Surgery.docx
dna.docx
The Survey commenced on 2nd December 2013 and ran for 6 weeks until January 20th 2014.
Questionnaires were emailed to PPG members and were also available in the waiting room
and on the website. The survey was created using ‘My Surgery’ software which is very much
like Survey Monkey where it was anonymous and the information was automatically
collated into database. Patients were reassured that the survey was totally anonymous and
67 completed questionnaires were received either by email, paper copy or via the intranet.
The results were distributed to the PPG and asked for any feedback. Which were:
“I was disappointed to see so few had responded, nevertheless a varied response.”
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“I think the increasing the number of phlebotomy clinics would be a good move, you
did mention at the last PPG meeting that you get charged for us using the hospital
facilities, surely it would be financially beneficial to have nurse for one or two days. I
invariably have to attend the hospital and my personal problem is that after a blood
test I tend to bruise thus not having to drive would be good.” - The surgery offers 3
clinics per week and fulfils its contractually obligation, however we understand the
importance for patients of having access to phlebotomy in the surgery and are
always looking at the service to see if it can be improved. The contract for
phlebotomy is currently being reviewed and the way it is run will be changing. We
also provide domiciliary blood tests for housebound patients. Phlebotomy services
are also widely available at other providers in the area and a leaflet with this
information is available in reception
“Dispensary on site, good idea but appreciates where? The point about various chemists
not having prescriptions when ordered is obviously not under your
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control.” – We have several pharmacies that are local to the surgery, plus as you say
space would not allow
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“I order prescriptions on line, excellent service, but would be nice to know when I
cannot have a prescription due to need for check-up or BP test.” If no prescription is
issued the patient will be contacted, however it is usually possible to issue 1 month
of medication and advise the patient that a check is due before the next prescription
request
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“Receptionists again varied response although not acceptable if one feels a lack of
co-operation or sympathy but understandable with pressure of work and some
difficult patients! Not quite sure what can be done.” – Training and assessment of all
staff is ongoing both in house and with external training.
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“Extra appointments times good for working people, but know you do have
Saturdays as the practice grows perhaps you could increase the odd evening
although know you do early mornings.” We currently offer alternate Saturday
mornings and Tues and Thurs early morning sessions to help with this issue. We are
governed however by the extended hours contract
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“I do think it important that the Newsletter is updated I think at least monthly as
there are a lot of changes about to happen.”- Unfortunately over the last few
months this has not been updated as regularly as we would like due to workload.
However this is a quarterly newsletter and production of this will resume asap
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“Obviously a lot of minor complaints but all very important to the people to whom
they happen.”
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“Are the majority of patients aware they can have telephone appointments, and also
that as mentioned by you at the PPG meeting there is usually an emergency doctor
and emergency nurse available?” All clinics and services are widely advertised in the
surgery and also on the website
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“Thank you for your e mail with the results of the survey. I found it interesting. I can
see why the car park could not be bigger but I do think that more people could park
in nearby streets & walk a little way. They might find it healthier. I cannot agree with
the criticism of the receptionists....I find them polite & helpful. I would like to repeat
that we are very happy with the surgery.”
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“Useful would be additional blood tests etc”
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“Proactive on screening etc”
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“Personally I find the reception much improved since I joined the surgery some 34
years ago”
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“Many people are envious of the service patients receive from the surgery - the
problem with surveys is that they encourage and attract those with an axe to grind!”
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“It all looks very satisfactory to me, apart from the ability of waiting patients to
overhear conversations going on behind the counter - either on the phone or
otherwise. This may necessitate a re-arrangement of working arrangements to be
put right, but should be considered.” – Confidentiality is a major concern with in the
surgery and is particularly difficult in the open plan reception. Ways of improving this
are currently being considered
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“The understanding as to why the car park could not be extended.” - No further
space or land available to expand current car park
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“Requesting additional blood tests” – The surgery offers 3 clinics per week and fulfils
its contractually obligation, however we understand the importance for patients of
having access to phlebotomy in the surgery and are always looking at the service to
see if it can be improved. The contract for phlebotomy is currently being reviewed
and the way it is run will be changing. We also provide domiciliary blood tests for
housebound patients. Phlebotomy services are also widely available at other
providers in the area and a leaflet with this information is available in reception.
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“The ability of waiting patients to overhear conversations going on at reception”
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“Request for a disabled bay” – This is now in place
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“Signage to be updated” – All door and room signage is up to date and was replaced
in 2012
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“Evening Sessions” – Currently running Saturday morning and early mornings,
however depending on extended hours contract this is being considered
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“Satisfied with the Surgery and thank you for keeping us in the loop’
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“Patients should be more proactive and ask questions if answers are not
forthcoming”
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Agreement for change
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Pathway for A&E – discussed inappropriate A&E attendances looked at correct
pathway for patients. The PPG agreed for a leaflet to be designed pointing out the
differences between routine appointments and an urgent appointment.
Leg ulcers – new nurse was put into place to help with the backlog of leg ulcers and
nurse to train the other practice nurses on the 4 bandage technique.
New implant/coil clinics – offering new weekly clinic which is run by one of the GP’s.
More telephone advice slots – available with the on call nurse and on call Dr.
ACTION PLAN
Subject
Extend/changes to the car
park
Sanitizer/hand rub
Disabled Bay
Telephone Advice slots
Implants/Coils clinics
Online access
Evening surgeries
Lead person
Jackie Hawkins
Date done/Reviewed by
March 2013
Elaine Appleyard
Elaine Appleyard
Emma Spurgeon
Dr Sarah Westall
Elaine Appleyard
Jackie Hawkins
October 2013
January 2014
August 2013
September 2013
March 2014
April 2014
Appointment leaflet
Rescheduled Dr’s on call to
accommodate more
appointments
Surgery maintenance include
decoration of some rooms
including pictures to
corridors and waiting room
Admin and reception staff
having name badges
Clinicians to have photo
board
Elaine Appleyard
Jackie Hawkins
August 2013
March 2014
Jackie Hawkins
November 2013
Elaine Appleyard
May 2013
Elaine Appleyard
In progress May 2014
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OPENING HOURS
Opening Times
Monday
08:00 - 13:00 14:00 - 18:30
Tuesday
07:00 - 8:00 Extended Hours
Tuesday
08:00 - 13:00 14:00 - 18:30
Wednesday
08.00-13.00 14:00 - 18:30
Thursday
07.00-08.00 Extended Hours
Thursday
08:00 - 13:00 14:00 - 18:30
Friday
08:00 - 13:00 14:00 - 18:30
Saturday (Alternate) 08:30 - 12:30 Extended Hours
Sunday
closed
closed
EXTENDED HOURS
*Extended hours: All appointments must be pre-booked and the surgery will only be open
for those with pre-arranged appointments. Phone calls to the surgery during these
extended hours will continue to be answered by the out of hour’s emergency service and
not by the surgery. Patients booking an extended hours appointment will be given a
separate telephone number to call if they need to cancel their appointment at very short
notice. This number can only be used during the extended hour’s period, the call will not be
dealt with if you ring this number at any other time and the number is only to be used to
cancel appointments.
Anyone who turns up at the surgery without an appointment will need to contact the out of
hour’s service if their need is urgent or else phone or return during normal opening hours.
To make appointments, get test results, collect prescriptions and make any queries you will
need to contact the surgery during normal opening hours.
All this information can be found on the website: - http://www.parsonsheath.co.uk
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